Vodacom

November 2016
[protected]

Cellphone contract was upgraded in November 2016 after receiving a few SMSs from Vodacom regarding an upgrade due.

I upgraded my contract in the Vodacom Store in Sandton City and painstakingly ensured the accuracy of what i would be billed for as well as the what the total monthly bill would be.

What they neglected to mention was that I will be billed for the old contract and the new contract should i go ahead with the upgrade.

Neither the SMS from Vodacom nor their consultants ever bring this to your attention.

Neither was i given the option to cancel the older contract for the remaining three months and to pay in the difference.

Vodacom is unethical and unscrupulous in the way they generate their revenue.

Beware!

Upgraded in December 2016, asked for a "top-up" package and was placed on a "open-line" package. Phoned in since January regading this issue, must have phoned in about 18 times and still this issue was'nt resolved. I am left with a huge account and everytime I phone in with my names and refrence numbers the person does'nt exist and the ref number is incorrect. Requested numerious times to change the package and credit me but still no joy! I am very upset with the terrible service I receive, as I have been a loyal customer of vodacom for quite a while. All I wanted was a upgrade to a top-up package and now I am left with a big stress trying to resolve this.

Please assist

Good afternoon
I was recently contacted by vodacom to offer me a WiFi Router with 10Gig data(5G data for the day and 5g data at night)for the price of r 200 and a 24 month contract. I decided to take the deal. I received my router on the 29th February. I phoned today to activate the sim card. In this conversation I mentioned to the lady on the line that the information in the pack with the router is just a general printed booklet and not specific terms and conditions about this deal. She checked and told me that I am only getting 5g and not 10g. The lady on the phone told me more than once that I was getting 10g. I would never have taken this deal if it was for 5g. I am so upset and dissapointed by this. I feel that I have been lied to and consider this false advertising. I would like someone to follow up on this. Find that recording of our conversation and let me know how this happened. I have cancelled the contract for the router, but as one of your paying clients I would like some answers.

I have a sim which I use in my own tp-link and they have been charging me R128.99 per month for nearly two years instead of R109. For monthe been going to the branches where got it from and they say they can do nothing. Despicable that you steal from an 84 year old pensioner who has numerous phones and tablets and routers with you. Sort this out. Last chance before this goes on social media! Contact. L.S. Fox. [protected]

My bill in December 2016 was R1253.99. I paid a R1000 manually. My bill in Jan 2017 was R720.22. I was debited with R1074.21. There's a R100 difference in what is actually due. No one has come back to explain it. Vodacom offers no means of e-mailing them. One is forced to request a 'call me back' which is a dismal failure in terms of client care. E mail is my preferred mode of communication but that seems irrelevant to these monopolizing telecoms companies.

Recently acquired a new device and sim card and was told that activation of the sim card happens after 24-48 hours.

Midway through this time period, I call the activation department (0821945) and get told that the activation process has started, I should wait out the remaining hours for activation to take effect.

Post 48 hours I call the activation department and they then proceed to tell me that the activation will now take 7-14 working days because of a 'new process for activation, ' after insisting on speaking to a supervisor I am then told that it was a technical fault on their side or the delivery side. So now the IT department has to process the activation

Had I been told that activation would take 14 days initially, I would not have the 48 hour expectation.

Late last year I was called by commit technologies that as a loyal vodacom customer, vodacom has decided to give me a cell phone for free but I need to buy r99 airtime every month for 24 months. A agreed to the offer and I provided them with my bank details for vodacom to debit my account. Starting from end of january I realized that there was some irregular movements in my bank account. Yesterday I went to the bank and I discover that commit technologies as vodacom service provider has made several small transactions from my account with different amount of money starting from r49.00 to r57.00. How can such a big company steal from people who are traying to make ends meat. This is really sad. Where do are report such criminal elements. Vodacom need to come clean. What was their agreement on their customer service. Kindly provide legal structure were such behaviour are reported. How many poor people have been robbed?

Kindly assist
[protected]/[protected]

Vodacom just debited my account twice without my authorisation! They debited the agreed amount of R1100 and then debited ny account with a furthee R8109.03! Im abroad and cant go into to bank to reverse this. Omw!
R8 149.03Amount

Transaction Debit Order

Date Today
Posting Date Today

R3.40Fee Description

Vodacom [protected] I2613611 Transfer [protected]

Long Description

VODACOM [protected] I2613611 TRANSFER [protected]

Please reverse this unauthorised debit!

I've had my contract for two years that expiresbin march this year. I've been charged R407.50 every month as agreed apon.

Suddenly January, February and March I now get charged with exactly R60 extra. I called about this last month. The agent said he did not know why it was happening and he would need to escalate my call. I received no call back no SMS with reference. I called again had to explain to new agent again. Same story will escalate. A few weeks later still no luck. I receive an SMS a day ago saying the R60 discount will be reinstated ...seriously my contract ends this month and I want to upgrade but can't till this is sorted.

And now vodacom has just again debited my account with wrong amount. Nobody is calling me back. I called again and get told they have to escalate again. I'm trying to explain that they have escalated this thrice and nothing happens. Nobody bothers to call me. I don't get references smsd like they say I will. Now I get told finanace department nis not in yet. She will ask them to call me.ni want my refund. How can the discount be for next time if my contract is done this month. Then the agent calls me back and transfers me to finance department. He then tells me he doesn't know why they did that because they are supposed to deal with this. Then I got transfered back to customer care to a new agent to reexplain my story for, 6th time. Still nothing is sorted.
Just pathetic service. What's the point in calling customer care if they cantbtell you what the problem is or help you?

On the 9th of December 2016 I gave notice of cancellation which was the exact date I had to give notice, I asked Vodacom to take me off contract and put me onto prepaid as my monthly charges were ridiculous for what I was getting. I then emailed the reference number through to Vodacom as proof. 2 days later my phone was switched off, when I asked why this was they told me it was because I was going back onto prepaid and I informed them I needed my phone on for work purposes. My phone was off for the whole of December to which I can provide proof of. I then received a bill amount outstanding for R 1900 when I queried this I was informed it was for data used in December. This was not possible when Vodacom switched my phone off for December, they investigated this and found that it was an error which is absolutely disgusting as it makes me question if I was ever ripped off while on contract. The 1st of January came around and my phone was working again but this time it was back on contract when I was promised by Vodacom that I would be on prepaid. I understand how billings work a month in arrears however I was informed my last payment would be the 1st of Feb. I went into Vodaworld in Feb as I still had issues, when I showed my cancellation letter from December the staff seemed shocked, I was informed that my account hadn't been cancelled properly and I will not pay another cent when this was not my error but Vodacom's. On the 2nd of March I have had R 773.00 deducted from my account, surely if I gave notice in December I would pay Jan and Feb. I called Vodacom's cancellation department this morning (02 March 2017) and explained my situation only to be told that this is not their problem, its the accounts department. Now in any organisation the company should take responsibility and assist where ever possible instead of treating a client badly and passing the phone from one department to the next. I got through to the Accounts department and explained my situation again where I was told this was the cancellation's department problem. I asked for the gentleman's name when he spelt out Ther and then the line dropped. I have never been treated like this, I have a been a loyal Vodacom client for years and this service and management of my account was the worst I have ever received. I can no longer sit by and watch money go out of my account when I have been on airtime the whole of Feb. I feel I need to take this matter further as no one has been willing to assist me.

Hi,

I cancelled my 3G Dongle last year December via phoning 111 from my Vodacom Contract Cellphone, cancelling the 3G Tongle. Now my Bank Account was debited and once again i was charged.
I phoned the Customer care now @ 07:09 and was told the Dongle was Upgraded and not cancelled.

This is pathetic, i was told at the Vodacom Store that i can only cancell the dongle by phoning Vodacom Customer Care.

Done that and still they make unauthorised charges.

Further more i have a lot of issues with the Vodacom network, 50 % of the time, i can only make emergency calls - not network signal.

I need someone to phone me URGENTLY!

I am going to Leave Vodacom because of this.

Melissa
[protected]

Over and above my debit order being more than what explained to nd the pathetic service i received at the vodacom branch at the link in claremont after emailing customer care i spoke to a anthea who forgot her surname, she explained why im being billed the amounts i hv been paying when i asked her as to howcome im paying amounts that i never signed for she said i should have read my contract as the info was there, i further told her abt my broken device job number12051089 as my phone just went blank so i took the phone in so agn i ask the customer care consultant if was i not suppose to get a loan phn while my phone is in for repairs then she said i must go nd ask the store of their policy, with debit orders the information is available to them, for other things your ppl are not bothered go ask the store, few days later i get a call from the repaires cnr to tell me my device will cost r1500 however they will give me a discount, i refused to pay watever discount as i didnt even ask the amount as my contract is nt even six months yet, i know that you dont care, however could you kindly kindly advice when exactly is my last debit order date with vodacom, as well as give me a quote of my settlement amount if i were to settle, cancel all extra stuff on my contract... So done with you ppl

During the day my internet is goid but at night from 19:00 when I whant to play my online game the internet steaming are to slow it never happen before but the last couple of days my internet is slow and my game lag alot please fix it... I cant play during day time because I must work so onley have time to play during the night... And all this lag makes me loose alot and im loosing points online

Afternoon

Last weekend on Saturday [protected]). I walked into Vodacom Brooklyn to get assisted in an application for a contract phone. So now a lady that assisited said she will get back to me during the day as the legal department doesn't want to answer based on her response. So i automatically asked if I can have my contracts/documents back and she said no she will keep them just in case if the legal department needs them for Scanning purposes . I asked her again if she is sure I cant have my documents back . Now after 5days of Passing . Still no feedback provided . Today [protected]) i walk pass the Vodacom shop to hear what I happening only to find out that the person that assisted me resigned and she has my original documents . I'm really angry for the fact that no feedback provided in the first place . Secondly my original documents are kept or lost since they can't find them . To come to the fact that i had a problem with Vodacom first some years ago when one person used my details for Fraud . I am really pissed and I'm not happy with the service .

In July 2015, I was contacted by Vodacom to upgrade my cellular phone contract, which I was reluctant to do. After being offered a new tablet as part of the upgrade, I accepted. The new phone was sent to me in the following week, but the tablet never arrived. After multiple phone calls to Vodacom from my side over a period of 3 weeks, Vodacom informed me that they do not have this device as part of the upgrade package and that they cannot deliver this.

At this point, I immediately cancelled both the phone and data contracts. I also reversed the last payment for this contract, because it would cover a month in which I would not be using their services, as I had already signed a contract with a new service provider. I still had the new Samsung Galaxy S6 that was delivered as part of the upgrade. Vodacom wanted this phone back. I agreed to give the phone back, if they allowed me to cancel the contract, clear all outstanding costs on this account and close the account. Vodacom agreed to this. This call was recorded from Vodacom side and it was recorded on the phone that they collected. Unfortunately, I neglected to make my own copy for safekeeping, as I was under the impression that Vodacom would keep their side of the deal, even though they had previously failed to do so (tablet case in point).

To date I have accumulated many hours, trying to resolve this and I have spoken to more consultants and have gone through more voice prompts than anyone can bare. I have recordings of how I am simply transferred between different departments without resolve. I have screenshots of the hours on the phone.

I have had multiple credit bureaus or debt collectors phoning me for the alleged outstanding Vodacom Amount, which is a pain, because I feel that Vodacom has not only stolen my time (which is money to the value of roughly R90 000) and my joy!

Now, I'm applying for home loan and this shows up in my credit record.

Hi

I logged a query with regard to an overcharge on my in invoice on Monday 27 Feb. I contacted the customer service on 1 March to follow up since I haven't received any feedback and the overcharged amount had been deducted from my account (something the agent on the 27th of Feb assured me would not happen). The lady that assisted me on 1 March said that no agent had been assigned to my query and that she could not tell me when it would be sorted. I said that I wasn't happy because the other lady said that the incorrect amount would not be deducted from my bank account. Now I lost R400 that you took from me that didn't belong to you. She proceeded to cut the call while I was still talking.

I was charged not one, but two upgrade fees on a single line. In reality I shouldn't be charged even once since I did the upgrade online to avoid the fee. Secondly I was charged for two handset fees on the same line! How is it even possible to get two handsets on one line? Or to upgrade one line twice?

This is so ridiculous. I do not want a credit. I want the R400 transferred back into my bank account immediately. I will not be upgrading any of my other lines at Vodacom. As they become due I will port to MTN. I am sick of Vodacom and their incompetent staff.

I have lodged a complaint on 7 February regarding my internet connection that keeps on dropping, I cannot get any feedback from Vodacom, when I asked assistance in cancelling my contract I was told that they need to resolve this issue first before they can assist me in cancelling. I must now sit and wait from them while it is costing me a lot of money!

Hello

I have problem with my sim card i can't open my othed websites like the sab career portal and others am told to go to voda shop as unemployed as i am whers will I get the R33 to go to town instead of buying airtime and google jobs and can't vodacom see what I'd number is this sim registerd with am over 33years old am not r 18 born 12/08/1983 this is not good t all many sims are out there young kids browsing loke no bodys business i have many yearz using sim card why now even when i do my sim swap i provide my id and now goin on

Ok now I am seriously irate! I contacted your online sales center on [protected] and was told that RAM is not collecting phones as they have a backlog. I contacted RAM who advised this is not the case as they are at Vodacom DAILY ... and that the reference number above indicates that VODACOM has not dispatched phone as yet.

I spoke with your consultant who advised absolutely nothing other than "Yes Mam" ... and a giggle! when I asked her so there is nothing you can give me a status update.

Seriously, is this now the standard that Vodacom upholds? Cell C sent me a phone within 24 hours!

It seems that thanks to the lack of enthusiasm and customer service from Vodacom my daughter is going to be disappointed on her 13th Birthday!

Hi. I had a sim card which I used to connect to the internet when ADSL line was down, and when I was in a place that didn't have an internet connection, such as the hospital for my son who is frequently ill (and has a chronic condition) I had a number, [protected], which still had almost R1000 on the card. I tried to use it a couple of weeks ago with no luck, so I went into Vodacom this morning, only to be told very abruptly that I had lost my number AND forfeited all the money I had on the card! I was totally shocked! How can you cut a service without notifying a customer, especially when there is so much money left on the card, and then not at least move a credit over to the client's contract! I have been with Vodacom for many years, but I cannot believe this callous treatment. I would like to have an explanation please! Thank you!